Dresses are lovely & great quality however the returns system is disgusting…£15!? I don’t know how Hello Molly get away with charging this price, basically don’t return anything. I ordered a few dress... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Ordered a few items in the sale, kept some and arranged a return for the others. I had already checked the returns policy, having been stung by another brand recently, so I had committed to accept... See more
Company replied
Winnie with Hello Molly was super helpful in getting my requests taken care of. Their customer service team was very responsive whenever I had questions or concerns. I did make a return in which Winni... See more
Company replied
I had an expired credit and was unaware of the policy, so I contacted customer care to better understand what happened. Tanya immediately stepped in and rectified the issue with such kindness and ca... See more
Company replied
Company details
Written by the company
Hello Molly Fashion is a leading online fashion boutique, featuring creative and inspiring women's clothing full of the latest fashions and accessories.
Contact info
Sydney, Australia
- +1 (818) 900-7796
- info@hellomolly.com
- www.hellomolly.com
3.9
Great
4K reviews
Replied to 99% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
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Great Customer Service- very helpful
Great Customer Service- very helpful.
Tanya is the lovely Customer Service Representative who helped me and she was awesome
Great experience
Thank you
Trudy
20 April 2026
Unprompted review
Reply from Hello Molly
You are awesome, Trudy! Thank you so much for sharing your kind feedback about Tanya's assistance. We're delighted to hear about it and we thank you for shopping with us! :) xo
Very happy with support team
The dress i ordered was faulty. I reached out to the support staff and they were so extremely helpful. Tanya helped me and she was very sweet and understanding. She responded quickly and i was very satisfied with the outcome. This experience definitely made me want to shop from this store again in the future.
17 April 2026
Unprompted review
Reply from Hello Molly
Aww, that is lovely Marina! We are really happy that Tanya helped you with your faulty query. We're sorry about the issue, however, we're glad that you were happy with the outcome. We look forward to having you shop with us again! :) xo
Tanya with customer service was eager…
Tanya with customer service was eager to aid in my problem and made everything run so smoothly! Definitely recommend reaching out to her!
21 April 2026
Unprompted review
Reply from Hello Molly
Hi Rue! We love that Tanya was able to help you with your query to ensure it was taken care of smoothly. Thank you so much for shopping with us! :) xo
Customer Service is FABULOUS
Customer Service is FABULOUS! I needed help with a return and they were fast and efficient. I appreciated all of their help. It made everything easy!! Thank you HELLO MOLLY!!
20 April 2026
Unprompted review
Reply from Hello Molly
Thank you Audra! We're so pleased to read about your positive interaction with our support team! Thank you for shopping with us :) xo
I had a great experience
I had a great experience. After buying two dresses, I ended up regretting the purchase, and therefore decided to ask for a refund. Luckily the dresses hadn’t been packed yet, so HelloMolly was very sweet and gave me a refund.❤️
21 April 2026
Unprompted review
Reply from Hello Molly
Hi Emma, thank you so much for review! We're so happy that you had a great experience. If you need assistance with anything else, please feel free to reach out at any time! :) xo
Archaic Return Process
Actually looks this site has some nice clothes but when they arrived they were just flimsy and ill fitting .The return process is archaic . You have to print the label which is incredibly inconvenient and get charged £15 for the pleasure . I ended up having to go into the office on a Sunday to ensure i got it posted in time as i'd been away.
It doesn't seem fair that you get almost the whole amount of your order refunded if you get store credit or you lose £15 for a refund . The return process is the same so why does it cost you £10 more to get your money back ?
I haven't come across this before on any site i've ordered from before so for that reason alone i wouldn't recommend this company .
I've read in a previous response to a similar complaint that you can sort your own return out if you email first . Does that mean you then get the whole amount back ? If so that should really be stated as an option on your website as it would have been so much easier to just package , write the return address and post back which cost me £4.95 registered when returning another item to a different company .
Most of us shop on online do so for ease and convenience but this just creates more work for you and costs you money .
Maybe consider a generic return fee and a qr code moving forward .
21 April 2026
Unprompted review
Reply from Hello Molly
Hi Lisa, thank you so much for your time to share your feedback regarding your recent return experience. We genuinely appreciate it as we constantly review our processes, so your input is really valuable to us!
We very much apologise for any inconveniences with the return fee and printing out a label. At the moment, we unfortunately don't have a QR code option for our UK customers.
In regards to using our return label service, this is completely optional! If you would like to organise your return, you are welcome to do so where the full refund will be reimbursed on the cost of the item/s you are returning, with no return fee deducted from the refund in that case. Just be sure to email our support team at info@hellomolly.com with your order number so they can ensure that the return fee of £15 is waived/cancelled on our end for the refund to be processed correctly with our warehouse team.
Thank you again Lisa for your review. Is there's anything else we can help you with, please let us know. xo
Steph provided amazing customer service!
20 April 2026
Unprompted review
Reply from Hello Molly
Hi Talia, we're very happy to hear that you were pleased with Steph's customer service. Thank you for shopping with us! :) xo
Cheap looking and bad quality.
Normally, I don’t tend to write reviews but I’m really disappointed with Hello Molly. Dress was over £100 and when it came it looked cheaply made and was shoved (not folded) in a bag. Then, when I went to return it, it cost £15. Very expensive and not good quality. Could get the same dress from Shien for £13.
20 April 2026
Unprompted review
Reply from Hello Molly
Hi Kate, thank you for taking the time to share your feedback. We're very sorry that you weren't satisfied with your recent purchase. We completely understand your concern regarding the return fee.
UK returns are £15 for a refund or £5 for store credit, with a prepaid label included to keep everything effortless.
If you’d rather arrange your own return, just email info@hellomolly.com and our support team can help guide you through it.
However, if you have already sent back your order, we encourage to email our team regardless and they will be happy to provide an accommodative solution in this case.
We constantly review our products and processes, so your input is really valuable to us! We very much apologise for any inconveniences this has caused.
If there is anything else we can help you with, please let us know. xo
Customer service was phenomenal!!
17 April 2026
Unprompted review
Reply from Hello Molly
Thank you Jesyca! We really appreciate your review. Feel free to reach out to our team whenever you need assistance. Thank you for shopping with us! :) xo
ALWAYS LOVE HELLOMOLLY!
ALWAYS LOVE HELLOMOLLY!! THEY ABSOLUTE BEST!! I just accidentally ordered the wrong dress and it is LITERALLY midnight and their support team helped me to cancel it within minutes through email (the specific workers name was Steph, GIRL ILY). On top of the swiftness of all this, she was able to get me a return instead of store credit because I reached out immediately as the order has not been fully processed yet! Truly thank yall so much! I will be shopping here for formal dresses for seriously the rest of my life!!!
20 April 2026
Unprompted review
Reply from Hello Molly
Aww, you are absolutely amazing Katharine! We can't thank you enough for your delightful feedback! It has definitely put a smile to our face; we're super happy that Steph was able to get that all sorted out for you. Thank you for shopping with us and we are very much grateful for your support of our brand! :) xo
Steph - customer service superstar!
I dealt with Steph. Messy personal situation with a store credit that wasn’t any fault of Hello Molly. I expected to wait for days for a response but she was straight back to me and the situation was sorted out in less than 10 minutes! Very understanding and on to it!! This was via email!! Very happy with the outcome. 10/10 customer service. Congrats on your amazing customer service Steph.
20 April 2026
Unprompted review
Reply from Hello Molly
Aww, we love that! Thank you so much for your wonderful review, Trudy! We're pleased to hear about Steph's quick assistance to your enquiry. We appreciate you as a customer and feel free to be in touch if you need anything else! :) xo
Store Credit
They allowed me to hold store credit for a full year, when I found it confusing to apply the credit, I emailed customer service. They were so quick (like less than a day) to reply and Steph was great helping me apply the credit. Thank you!!
16 April 2026
Unprompted review
Reply from Hello Molly
Hi Gina, thank you for sharing! We're so happy that Steph was able to get that sorted out for you quickly. Thank you for shopping with us! :) xo
Fantastic customer serivce!!
17 April 2026
Unprompted review
Reply from Hello Molly
Thank you Alexis! We're so glad to hear this. We appreciate you! :) xo
Great customer service
I purchased a dress for a wedding to wear in a few weeks time. Unfortunately, the item was due to be delivered to a drop off point by DPD and never arrived - they had an issue, which was likely that all the lockers were full. I waited a week or so before contacting the customer service email address. I explained the situation as the item still said it was out for delivery but also stated it had been at the depot for days on end. Lisa (one of the customer care specialists) got back to me and promptly offered me a refund. This was excellent customer service from my end as it meant I could simply reorder the item to my home address. Ironically, DPD ended up delivering it to the drop off point a few days later! But again, Lisa was great and told me not to worry on this occasion and there was no need to return the item. I was pleased it was so easy to contact someone and that the service was so speedy and helpful!
13 April 2026
Unprompted review
Reply from Hello Molly
Hi Vic! Thank you so much for letting us know of your recent customer service experience with Lisa! We're so happy that she was able to help turn the situation around, despite the issue. Thank you for shopping with us and feel free to reach out whenever you need assistance :) xo
Winnie was awesome
Winnie was awesome! Accidentally ordered and she was able to cancel it quickly!
18 April 2026
Unprompted review
Reply from Hello Molly
You are awesome, Mary! We're grateful for your positive review about Winnie's assistance. Feel free to be in touch if you need help with anything else! :) xo
Uk site
Uk site. Terrible returns process. Firstly, you have to have a printer in order to do the return, as no QR code/printerless option available. They charge £15 for the return after you’ve printed the label yourself (they take the £15 off the refund price) absolute rip off. Item appeared cheap looking, terrible material on arrival. Would not recommend this site.
17 April 2026
Unprompted review
Reply from Hello Molly
Hi C.M, thank you for taking the time to share your shopping experience with us. We completely understand your concern regarding the return fee.
We apologise that we don't have a QR code method for our UK returns at this stage. However, we are here to assist in the best possible way to ensure that the process is easy and smooth.
UK returns are £15 for a refund or £5 for store credit, with a prepaid label included to keep everything effortless. If you’d rather arrange your own return, just email info@hellomolly.com and our support team can help guide you through it and waive/cancel the return fee on our end of our return label service.
However, if you have already sent back your order, we encourage to email our team regardless and they will be happy to provide an accommodative solution in this case.
We constantly review our products and processes, so your input is really valuable to us! We very much apologise for any inconveniences this has caused.
If there is anything else we can help you with, please let us know. xo
Really great customer service from…
Really great customer service from Anna, she was quick and clear in her response. Really appreciate the help Anna, thank you so much again.
14 April 2026
Unprompted review
Reply from Hello Molly
We really appreciate your feedback, Rayzel! Thank you so much sharing your experience with Anna. We're glad that she was able to help in a quick and clear manner to your query. Thank you for shopping with us! :) xo
£15 return fee to return a dress
£15 return fee to return a dress. FIFTEEN. I have never known a company charge so much for a return. The sizing of the dress itself was so out of whack that I feel this company sell poorly sized dresses on purpose to make a profit off the return fee alone. Appalling. Avoid!
16 April 2026
Unprompted review
Reply from Hello Molly
Hi Gemma, thank you for taking the time to share your feedback. We completely understand your concern regarding the return fee.
UK returns are £15 for a refund or £5 for store credit, with a prepaid label included to keep everything effortless.
If you’d rather arrange your own return, just email info@hellomolly.com and our support team can help guide you through it.
However, if you have already sent back your order, we encourage to email our team regardless and they will be happy to provide an accommodative solution in this case.
We constantly review our products and processes, so your input is really valuable to us! We very much apologise for any inconveniences this has caused.
If there is anything else we can help you with, please let us know. xo
I had such a great experience with Lisa…
I had such a great experience with Lisa while sorting out my Hello Molly return. She went above and beyond to make sure everything was handled smoothly and kept me updated throughout the process. Her communication was clear, friendly, and genuinely helpful, which made what could have been a stressful situation really easy.
It’s rare to come across customer service this good! Lisa was patient, efficient, and clearly cared about resolving my issue properly. I really appreciate the extra effort she put in, and it didn’t go unnoticed. Thank you, Lisa!
17 April 2026
Unprompted review
Reply from Hello Molly
Aww, Zoe! What can we say about this other than a huge thank you! Your positive words about Lisa's assistance to your query means a great deal to us! We are super happy to hear about your experience. Our team are always willing to help in any way they can and we thank you for shopping with us! :) xo
i had some issues with my order and…
i had some issues with my order and tanya and their customer service were very kind and helpful and did not make it hard for me. they were very nice and i appreciate it as a customer.
16 April 2026
Unprompted review
Reply from Hello Molly
We appreciate you, Carolina! Thank you so much for being a customer of our brand. We're so glad to hear about your customer service experience with Tanya. If you need further assistance at all, you are welcome to reach out at any time :) xo
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